Partner - Client Success LE and Public East at MTN Nigeria

Mission:

Ensure top-quality client service and support in the areas of EB Products fulfillment and service management tasks.

Description:

• Ensure zero bad debt on accounts through accurate account and product set-ups on the systems.
• Constant analysis of the managed customer database for revenue and debt management.
• Work with product, UAT, and support teams to validate new products, new systems, and upgrades.
• Generate relevant reports as required by the business.
• Analysis of customer requests for prompt resolution
• Ensure end-to-end internal customer experience management.
• Adequate feedback on requests is provided to requesters.
• Review new and existing customer service contracts to identify and escalate clauses with a negative impact on customer support and relationship management.
• Pro-active analysis of all support systems (charging, billing, etc.) as well as enterprise products with a view to identifying customer pain points and taking proactive steps to resolve the identified issues.
• Liaise with support teams (within and outside EB) in order to resolve any customer-identified issue.
• Perform service fulfillment for enterprise customers (i.e., activation, SIM swaps, migrations, etc.).
• Achieve at least an 80% score in ES Customer Satisfaction internal surveys.
• Provide technical, procedural, and policy guidance as well as support to Account Partners, Customer Support Partners and other operational staff.

Education:

• First Degree or equivalent in Social or Management Science discipline
• Fluent in English 

Experience:

• 3 - 7 years’ experience in an area of specialization; with experience working with others
• Experience working in a medium-sized organization 
• Experience in a customer service environment in the telecommunications industry.
• Advanced proficiency in the use of Microsoft Excel spreadsheets and MS Word
• Membership of Professional Customer Service/Relations associations will be an added advantage